Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need
Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need
Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need
Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
